Based in our client's Build to Rent asset in North West London you have responsibility for community and resident wellbeing through programming and excellent customer service With an eye for detail, it will be your responsibility to ensure that there is a seamless customer journey, with effective communication to residents and prospective residents. You will assist in generating initiatives for the building, contributing to the growth in tenant satisfaction and occupancy. This will be done through direct resident engagement activities, active sourcing of new initiatives and opportunities, collecting and following up on feedback. You will be pro-active in identifying and executing new programming activities relevant to the residents. You will manage the programming and local initiatives which enhance resident experience by driving a community culture and a sense of belonging amongst residents. Event programming, management of social media and resident communication form a key part of the role, together with the administration of information and data for the purposes of accurate reporting and record keeping.
You will be responsible for ensuring a high standard of customer service with a focus on community and resident wellbeing. You will be responsible for providing administrative support to maximise customer satisfaction and occupancy for the building. You will be the first point of contact for residents, dealing with all front-line queries both in person, over the telephone and via digital communication channels. An ability as a methodical multi-tasker is essential.
As this role requires some lone working and can operate outside of normal office opening hours, effective communication for duty handover and the ability to evaluate and manage situations practically and level-headedly as and when they arise is an essential part of this role, escalating emergency issues to the GM where appropriate.
Key Responsibilities and Activities
Community care, Engagement and Satisfaction
- Lead front of house and telephone support; managing and dealing with day-to-day queries.
- Develop and maintain relationships with the residents. Ensure that a high level of customer service and satisfaction is achieved through managing and meeting customers' expectations and service levels, and in line with company procedures.
- Arranging and develop the resident experience through, programming, initiatives, events and administration.
- Actively engage with tenants through various online platforms, responding to news feeds posts, direct messages and posting regular on the news feed and other social media platforms.
- Maintain visual promotions of up-and-coming programming/events and community lead initiatives.
- Be proactive and inform the management team of any problems and situations arising.
- Ensuring customer expectations and satisfaction is achieved in line with agreed service level agreements and company procedures.
- Actively seek and act on tenant feedback to improve services.
- Ensure visitors and contractors are signed in and out of the site in accordance with procedures.
- Deliver best-in-class service to ensure tenant satisfaction and retention, ensuring a high standard of customer service at all times.
- Maintain systems with up-to-date customer feedback and personal preferences.
- Undertake any reasonable ad hoc duties requested by the General Manager.
Social Media
- Assist in managing the sites social media channels (e.g., TikTok, Facebook, YouTube, Twitter, Instagram, Pinterest, LinkedIn, Google+)
- Produce relevant content across appropriate social media channels, ensuring the co-ordination of messaging and brand message across all channels. Understand the impact of social and digital media on brand reputation.
- Responding to any mentions over all relevant social media platforms and engage with the social media users.
- Regular monitoring of competitor social media sites.
Administration
- Have a full understanding of all the products and services offered by the site as well as those offered by competitors. Be able to relate all product offerings to prospective tenants with associated costs.
- Provide general administrative support to the management team including writing letters/emails, raising POs/invoices, filing, receiving payment and issuing receipts.
- Gathering client data to fulfil booking requirements and communicate to relevant teams.
- Dealing with resident enquiries in a timely manner.
- Log resident maintenance requests with the relevant contractor and full up to completion.
Financial Management Support
- Analysing reports and bookings to determine and communicate price increases.
- Be fully aware of the company financial targets and interpret relevant reports.
- Implementation and following of financial controls in line with financial operating procedures.
- Use of the computerised internal booking and finance package to manage financial information.
- Ensure billing is completed in line with company procedures.
- Effective and accurate credit control to ensure no outstanding debt on client accounts, taking remedial actions.
Health & Safety
- Follow policies and procedures dictated by current H&S legislation under the guidance of the company.
- To be fully conversant with the company's fire and emergency procedures including personal emergency evacuation plan for disabled residents (where appropriate).